Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel very misled by Gov ******* I found their website misleading. I thought they were the actual government. I've used their "contact us" form, and they have not replied. I've tried to cancel my application, for which they have payment, before having all of the information needed to complete my services. They say to call them in an emergency, and all it does is send me to a voicemail for calls and multiple emails that are not returned. I would like my transaction canceled and my money refunded, or I will dispute it with my credit card. This is dreadful on their end.

  Business Response

  Date: 05/11/2025

  Hey *****, 
  
  Thank you for submitting your concerns. Were responding to confirm the status of your case and provide clarification about our services.
  
  GovAssist is a legitimate third-party support platform that offers guided assistance for passport and travel related applications. While we are not affiliated with the **************** this information is presented across our website including on the landing page, in our Terms of Service, and in the Third Party Authorization form that must be reviewed and accepted before proceeding with payment.
  
  We apologize if your call was not answered. That said, we can confirm that your request for cancellation and a refund was received and processed within a few hours of submission, on the same day. The payment authorization was canceled in accordance with our refund policy and should reflect as voided or canceled by your financial institution within 1 to 10 business days depending on their processing timeline.
  
  If you need confirmation of this cancellation or have further questions, feel free to reach out to our support team. We remain available to assist.
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted passport renewal for my husband through this site unknowingly thinking it was through the official Government site. We realized this was not an officially gov site when we called the ********************** for follow up and they had no record of our request. The site seems very legitimate and really fools you into believing you are working with the government directly. They gather tons of personal information that is within reasonable asks for passport renewal. I tried calling with no response whatsoever, they only allow you to formally submit a request for refund but there is no contact This site is very deceptive and while the recent response to other complaints about 'disclaimers' is true, its not honest and not disclosed as soon as you log into the site. Additional actions should be taken against this company given the amount of complaints submitted already.

  Business Response

  Date: 05/10/2025

  Hello *****, 
  
  Thank you for sharing your experience. We appreciate the opportunity to address your concerns.
  
  We can confirm that your request for a refund of your husband's application has been received and escalated to the appropriate department for review. A member of our team will follow up with you as soon as possible to provide a direct update. Please allow some time for processing, as all refund-related requests are handled in line with our refund policy, which is made available prior to purchase and agreed to during checkout.
  
  Wed also like to respectfully clarify the nature of our platform. GovAssist is a legitimate third-party service provider offering guided support for completing passport and other travel-related applications. While we are not affiliated with the **************** this is disclosed at multiple stages of the application process, including on the landing page, in our Terms of Service, and within the mandatory Third-Party Authorization form that all users must review and accept before proceeding to payment.
  
  We understand that some users may unintentionally overlook this information, especially during stressful or time-sensitive moments. Thats why **** designed multiple checkpoints to reinforce transparency and allow applicants to make informed decisions before moving forward.
  
  Your feedback regarding the placement of disclosures is appreciated and will be reviewed internally. That said, its important to note that the nature of our services is stated consistently throughout the experience to avoid any misunderstandings.
  
  If theres anything further we can clarify or assist you with, please dont hesitate to reach out. Were here to help and ensure your case is handled appropriately.

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business stated they would get my passport renewal completed. After sending the information requested, and the ****** to process my new passport. The company only sent me the exact paperwork I could have gotten from the post office for free, and the information filled out on the paperwork was incorrect anyways.

  Business Response

  Date: 05/10/2025

  Hello *****,
  
  Thank you for sharing your concerns.
  
  Wed like to confirm that your refund request has been received and escalated to the appropriate department. A member of our team will follow up with you directly as soon as possible to confirm next steps. Please allow some time for this process to be completed in line with our refund policy, which was agreed to at the time of purchase.
  
  We also want to clarify that GovAssist is a legitimate third-party support platform that provides guided assistance for travel-related applications, including U.S. passport renewals. We are not affiliated with the **************** and this is clearly disclosed multiple times on our website, including on the landing page and in the mandatory Third-Party Authorization form, which must be reviewed and accepted prior to submitting any payment.
  
  Regarding the statement that you "only received paperwork that could have been obtained for free at the post office", our platform offers professional preparation and review services for those who prefer assistance navigating the application process. The filled-out documentation you received is part of our service offering, and while the same forms are publicly available, many users choose guided help to ensure accuracy and convenience.
  
  That said, if there were any issues with the accuracy of the information on the documents you received, we welcome the opportunity to look into that further and make any necessary corrections. Your case is being handled with priority, and we appreciate your patience as we work toward a resolution.
  
  If you have any additional questions or would like to clarify specific concerns, we remain available to assist.

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23300788
  
  I am rejecting this response because: in their response they stated it would be sent to their ************ and I would hear back from them directly. I have yet to hear about a refund from their billing **** or further contact about this issue.
  
  Sincerely,
  
  *** Coking

  Business Response

  Date: 05/27/2025

  Hello *****,
  
  Thank you for your continued communication. Weve reviewed your latest rejection and would like to follow up with a more detailed response.
  
  We can confirm that your refund request was thoroughly reviewed by our ******************* The results show that your application progressed beyond the preparation phase, and the service was rendered as outlined in our Terms of Service, which were reviewed and accepted at the time of purchase. Based on this, your refund request did not qualify for approval under our refund policy.
  
  For transparency and reference, weve attached a screenshot of your agreement to our Third-Party Authorization form, ************* Confidentiality, and Terms of Conditions that you completed and submitted prior to checkout. This document confirms that prior to submitting payment, you acknowledged that GovAssist is a third-party support platform, not affiliated with the **************** and that our services include preparation, guidance, and support, not the government application fee itself.
  
  Weve also attached a second file titled Passport application Agreement of our terms, which outlines the general conditions agreed to before payment, including fee structure, refund policy, and the scope of services we provide. These disclosures are presented to every user before purchase to ensure full understanding.
  
  If your BBB rejection is due to the outcome of the refund request, we respectfully reaffirm that all refund decisions are made in accordance with the agreed-upon terms. If there is another specific concern not yet addressed, we welcome any clarification so we can support you appropriately.
  
  We remain committed to resolving your case professionally and appreciate your time in raising these concerns.

  Customer Answer

  Date: 05/28/2025

  I received an email which stated they were going to refund the ****** which is fine. However reading the response from them in your email, they responded they would not. ?

  Customer Answer

  Date: 05/29/2025

  
  ******* *. (GovAssist)
  May 28, 2025, 05:41 EDT
  Hello *****,
   
  I hope this email finds you well. 
   
  I am writing today to inform you that after further deliberation, we have decided to process your refund and cancel the service for this transaction as a courtesy so you can complete the application on your own.
   
  Here are the refund details:
  Transaction ID: ***********
  Refunded Amount: ****** USD
   
  This refund is credited to the same payment method used at the time of purchase and will appear in your account within 1-10 business days. Please note that this time frame depends on your financial institutions policies and your statements billing cycle. If **************************************************************************** your account, please ask for a new bank statement and double-check with your financial institution for further guidance. 
   
  We appreciate you as a customer!
  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23300788
  
  I am rejecting this response because:

  I received an email which stated they were going to refund the ****** which is fine. However reading the response from them in your email, they responded they would not. ?
  

  
  

  Mashiel R. (GovAssist)

  May 28, 2025, 05:41 EDT

  Hello *****,

   

  I hope this email finds you well. 

   

  I am writing today to inform you that after further deliberation, we have decided to process your refund and cancel the service for this transaction as a courtesy so you can complete the application on your own.

   

  Here are the refund details:

  Transaction ID: ***********

  Refunded Amount: ****** USD

   

  This refund is credited to the same payment method used at the time of purchase and will appear in your account within 1-10 business days. Please note that this time frame depends on your financial institutions policies and your statements billing cycle. If **************************************************************************** your account, please ask for a new bank statement and double-check with your financial institution for further guidance. 

   

  We appreciate you as a customer!

  
  
  Sincerely,
  
  *** Coking

  Business Response

  Date: 05/29/2025

  Thank you for your follow-up and for providing additional context.
  
  Wed like to confirm that your case was carefully reviewed, and as of May 28, 2025, a full refund in the amount of $148.00 USD was approved and processed as a courtesy. This decision was made following internal deliberation to ensure your concerns were addressed in good faith, even though the service had already progressed beyond the preparation phase in accordance with the terms agreed to at the time of purchase.
  
  We hope this clears up the discrepancy between your rejection message and the outcome communicated by our team. If you have any additional questions or concerns unrelated to the refund status, we are more than willing to assist further.
  
  Thank you again for your time.
  

  Customer Answer

  Date: 06/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** Coking

• Initial Complaint

  Date:05/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 05/07/2025 Amount charged: $278 I thought I was dealing with a ***ernment web site to renew my passport. It is deceiving to have *** in the address. I want this transaction cancelled and my pending credit card charge cancelled.

  Business Response

  Date: 05/08/2025

  Hello *********,
  
  Thank you for bringing this to our attention.
  
  We want to confirm that the transaction referenced, dated May 7, 2025, in the amount of $278, has already been canceled on our end. The payment authorization was successfully voided in accordance with our refund policy, and no funds were captured. Depending on your financial institutions processing time, this should reflect on your account as a canceled or voided charge within 110 business days.
  
  Regarding your comment about the website, wed like to respectfully clarify that GovAssist is a private third-party support platform. We assist users in completing and reviewing application forms, and we are not affiliated with the **************** This information is disclosed clearly on our website and within the Terms of Service, which must be reviewed and acknowledged before any payment is submitted.
  
  If you have any further questions or concerns, our team remains available to assist.
  

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company pops up when you search for US passport and appears at first site to be a government site. It is very misleading and when I made a complaint they said in their disclaimer it states they are not affiliated with the government. I was traveling, dealing with a family crisis, exhausted and working from my cell, the disclaimer was not evident. It was not until I returned home and saw the response from the .com that it clicked. This is a very misleading company. I gave them all my personal information and feel like so naive for falling for it. Never thought I would fall for one of these scams.

  Business Response

  Date: 05/07/2025

  Hello ********, 
  
  Thank you for your message.
  
  We understand your concerns and appreciate the opportunity to clarify. While we are sorry to hear about your experience, we must respectfully correct a few misconceptions reflected in your complaint.
  
  GovAssist is a legitimate third-party support platform that helps individuals with the preparation and review of government-related applications, such as U.S. passport renewals. We are not affiliated with the **************** and this information is prominently and repeatedly disclosed on our website, including in the mandatory Third-Party Authorization form and Terms of Service that all users must actively review and accept before proceeding with payment.
  
  To support this, weve attached a copy of our agreement form which highlights this step in the process. Specifically, before checkout, all clients are required to confirm the following:
  
  "By proceeding with your purchase, you confirmed your agreement to the Terms of Service Conditions provided on our cart page. Its mandatory to mark the check option to continue with your purchase."
  
  This ensures that the nature of our service is transparent and understood before any transaction is completed.
  
  Regarding your case, we can confirm it has been escalated to the appropriate department for further assistance. A member of our team will follow up with you as soon as possible to ensure your concerns are addressed. We sincerely appreciate your patience as we work to resolve this promptly.
  
  If you have any other questions or concerns in the meantime, feel free to reach out.

  Business Response

  Date: 05/07/2025

  Attaching file missing from the previos response. 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23296130
  
  I am rejecting this response because: we often except terms, unfortunately, without fully reading because you cannot continue on again this is my mistake, but this government assist is definitely misleading, and when I received a response back after returning from out of state and saw that it was going to be delayed, I went to what I thought was the same website and realized that it is not. It is a 4 to 6 week turnaround for a passport renewal. They didnt even ask for a photo and that shouldve been my first clue. I was dealing with a death in the family and a stroke, almost directly following this. I do not want their services. They havent even begun anything and have already told me it is going to take longer than normal. I want my money back and I do not want any of my information retained by this company.

   

  yes, I should have read everything fully, my mistake. I got caught at a bad time and was just anxious to get my passport renewed because I am traveling in September. The death of my 19-year-old niece followed by the stroke. My sister had put me in a bad place and it allowed me to just try and get something done without fully vetting it
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 05/07/2025

  Thank you for allowing us to continue addressing this matter.
  
  We would like to respectfully follow up regarding the rejection of our previous response, as no additional context or clarification was provided by the complainant.
  
  To reiterate:
  
  We are a legitimate third-party support platform, not affiliated with the **************** and this is clearly disclosed in multiple places on our website, including in the Terms of Service and Third-Party Authorization form, which all clients must review and accept prior to payment.
  We have attached documentation in our previous response to confirm this step in the checkout process, demonstrating that our service is presented transparently.
  Additionally, we can confirm that a full refund has already been processed for the client in accordance with our refund policy, and all personal data associated with their file has been deleted in line with our privacy policy.
  
  At this point, we kindly request further clarification from the complainant regarding what specific aspect of our previous response remains unresolved, as we are eager to ensure that all concerns are addressed thoroughly and fairly.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to renew my passport and my Spouse (****** Ann ********* I have called multiple times about her and my renewal and never received a call back. I have replied by email and only get a response that my file is updated.

  Business Response

  Date: 05/07/2025

  Hello ****,
  
  Thank you for bringing this to our attention, and we sincerely apologize for the delay in communication regarding your and your spouses passport renewal applications.
  
  We understand an update was already provided for Mrs. ******* and you are now inquiring further about your application.
  
  Please rest assured that your concerns are important to us and that your request has been received and escalated to the appropriate department for further attention.
  
  A member of our support team will follow up with you as soon as possible to provide a detailed update. We truly appreciate your patience and want to reassure you that you are communicating with a legitimate service. Our team is here to help, and your case will be addressed in line with our Terms of Service.
  
  If there is any updated contact information or additional details youd like us to note in the meantime, feel free to reply and well ensure they are added to your file.

  Customer Answer

  Date: 05/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a renewal of a passport from Gov ********** and realized after I submitted this that they are not with the government. Transaction date is 4-21-2025. Tried contacting them and no one answers the phone or calls back. They don't return e-mail requests. Nothing has been done with the application.

  Business Response

  Date: 05/07/2025

  Hello Hope, 
  
  Thank you for your feedback. We appreciate the opportunity to address your concerns.
  
  We sincerely apologize for the delay in responding to your inquiries. Due to an unusually high volume of requests during this time, response times have been impacted, but we recognize the importance of your case and appreciate your patience.
  
  We can confirm that you are currently in communication with our support team, and your request has already been escalated for priority handling. A member of the appropriate department will be following up with you directly to ensure your concerns are addressed thoroughly.
  
  As a reminder, GovAssist is an independent third-party support platform. We assist individuals in preparing and organizing their application forms for services such as passport renewals, but we are not affiliated with the **************** This is disclosed clearly throughout our platform, including before checkout and within the mandatory agreement forms presented before payment.
  
  We remain committed to resolving your concerns and ensuring a clear understanding of our role. Please inform your assigned agent or follow up here If there is anything else youd like to clarify in the meantime, we are here to help.

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 5, 2025 I wanted to renew my passport. I used Quick Passport. They have my SS number, my passport number, and my Amex number. They charged me $278.00.

  Business Response

  Date: 05/06/2025

  Hello *****
  
  Thank you for your feedback. We appreciate the opportunity to address your concerns.
  
  Please note that all personal and payment information submitted on our platform is entered directly by the applicant. We do not collect or process any data without user consent, and it is not possible to complete an application or make a payment on our website without actively providing this information and acknowledging our role as a third-party support service.
  
  GovAssist is a private company that provides application preparation support. We are not affiliated with the **************** and this is clearly disclosed throughout our website, including on the landing page, the checkout screen, and in the terms and conditions that are required to be accepted prior to payment.
  
  That said, we can confirm that we received your email about already having used "quick passport online" for your application. As a result, your payment has been canceled in accordance with our refund policy. A member of our support team will follow up with you directly to provide confirmation and any additional information you may need.
  
  Additionally, if you would like us to delete your personal information from our system, you may confirm that request by replying directly to the email sent by our support team. Once we receive your confirmation, we will process the request in accordance with our privacy policy.
  
  Thank you again for bringing this to our attention.
  

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/11/2025 date of transaction 04/17/2025 credit card billed for $278 Confirmation# *********** I ****** searched "renew my passport" and the first pop-up was for the company IVS by ********. I followed the procedures to renew my passport and gave very personal info, including a digital photo, and made a payment for $278. I never got an email conformation regarding my order. I called the listed customer service phone number and left several messages with no returned phone call. I have not received my passport and not confirmation of the status of my order. Sent two emails with no response from anyone. I got very suspicious about the legitimacy of this company and did a bit more research to discover this is a "3rd party" company not associated with the US Government. I strongly believe this is a SCAM.

  Business Response

  Date: 05/06/2025

  Hello ****,
  
  Thank you for your feedback. We appreciate the opportunity to address your concerns and clarify the status of your case.
  
  We want to confirm that your request for cancellation and refund was received on Sunday, May 4, 2025. At that time, we also confirmed that there had been no progress on your application due to a backlog in initial processing caused by a high volume of submissions during that period.
  
  In line with our refund policy, a full refund was processed the same day. A confirmation email was sent to the address provided at the time of your order: *************************** For your reference, here is an excerpt from that message:
  
  
  "Hello ****,
  
  Your application has been escalated to the ******************* My name is ***** and I will assist you today.
  
  I would like to inform you that your full refund has been duly issued. The details of the refund are as follows:
  
  Transaction ID: ***********
  Amount Refunded: 278 USD
  
  This refund is credited to the same payment method used at the time of purchase and will appear in your account within 110 business days. Please note that this time frame depends on your financial institutions policies and your statements billing cycle. If **************************************************************************** your account, please ask for a new bank statement and double-check with your financial institution for further guidance.
  
  We appreciate you as a customer!
  
  If you have already initiated a dispute with your bank or card issuer, we kindly ask that you notify them of the refund so the dispute can be canceled. This helps prevent unnecessary delays, which can extend the resolution process to approximately 120 business days."
  
  If you prefer to receive the refund confirmation at a different email address, please feel free to provide that, and well promptly resend it.
  
  Thank you again for your patience and understanding. If you have any additional questions, we remain available to assist.

• Initial Complaint

  Date:05/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I was on the government website to renew my passport. I was actually on tGovAssist website who is not a government entity at all. I became suspicious after someone from GovAssist emailed me. I noticed the email address wasnt the same as the name of the company. I paid $473. for a renewal, expedited service, global entry, *** pre check. I am now getting emails from them saying my passport is delayed due to high volume processing and another email said due to a delay in the postal service. I had no idea I was on a 3rd party website. I dont know how I missed seeing that. Anyway, its crunch time for me! I may not be going on my planned family vacation due to these scammers that are sending me a kit. If I had known the kit was going to take this long and still have to be submitted to a government office, I should have flown to ******* to renew my passport. Unfortunately, they have my personal information. Im not any closer to a passport than I was when this all started over 3 weeks ago. Ive wasted time and money. Im so disappointed I wasnt paying closer attention to what sight I was on. What a mistake!please be aware and dont use this fake company!

  Business Response

  Date: 05/05/2025

  Hello *****,
  
  Thank you for sharing your concerns. We appreciate the opportunity to clarify the nature of our services and address the situation.
  
  GovAssist is a legitimate third-party support platform that assists with the preparation of travel-related applications, including passport renewal, Global Entry, and TSA PreCheck. We are not affiliated with the **************** and this is clearly disclosed throughout our website, on the landing page, in our legal disclaimers, and in the required Third-Party Authorization form that must be reviewed and accepted before payment is submitted.
  
  To complete a purchase, customers must actively confirm that they understand they are working with a third-party service. This consent process outlines the scope of our services, associated fees, and refund policy. As proof of this transparency, weve attached a copy of the form titled Passport application Agreement of our terms to this response.
  
  Regarding the delay you experienced: the kit referenced in our communication is mailed by our internal fulfillment team. While we strive to meet the expected turnaround times, there may occasionally be brief delays due to processing volume. We regret any inconvenience caused and assure you this was not intentional or due to any misrepresentation of our services.
  
  The emails you received regarding processing delays were accurate in describing temporary fulfillment impacts. We have reviewed your case, and it has already been escalated to the appropriate team. A direct follow-up will be shared as soon as possible in line with our refund policy. Please allow 24 to 48 hours for an update confirming next steps.
  
  Lastly, we want to emphasize that our platform is fully transparent in how it presents its role, and any suggestion that GovAssist is a scam is inaccurate. We assist clients who choose guided application support, and all relevant disclaimers and terms are made available prior to checkout.
  
  We remain available to assist further and welcome any remaining questions you may have.

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23286077
  
  I am rejecting this response because:
  I will accept GovAssist response that they are a third party assisting with passports,  renewal, etc
  I will not accept that they do this in a timely manner. I filled out the online form thinking I was on a govt site as I originally explained.  I did this on April 19. In the mean time, I received 2 emails about delays. I started getting worried that I would not receive my passport renewal in time or at all after reading other reviews about this company. I went to my local courthouse and picked up the renewal form, filled it out in less than 10 minutes, went to ********* for a photo and sent over night all in the same day. I paid $211.36 for the renewal, expedited service, and for the passport book. I paid $34 at the post office for express service.  
  I finally received the renewal application from GovtAssist on May 5 w/a ck enclosed to the **** of State for $211.36. The check was dated April 25. Im not sure why it took 10 days for it to get to me when the check was dated the 25th. They included a priority mail envelope with the wrong address. The renewal application clearly states where to mail for expedited service.  The district clerk at my local courthouse even pointed out the address I needed to send it to if it was expedited service. So GovtAssist took 16 days to do something I did in a couple of hours, and they made a mistake by addressing it to the wrong location. Next time I will know to be more careful when applying for this service online.
  It was a total waste of $473. I have now paid twice for my renewal service.  I have yet to see anything on Global Entry and *** approval.
  I am very disappointed in the service I received. Oh and I forgot to mention that they have you take a picture of yourself, but its not acceptable anyway. Dont waste your time. I also had to pay for that as well at *********, so theres more dollars  Ive spent. I regret using this third party company.  A total waste of time and money!
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/10/2025

  Hello *****, 
  
  Were following up to address the rejection of our previous message and ensure your concerns are fully acknowledged.
  
  Regarding your refund request, we can confirm that your case was thoroughly reviewed by our ******************* As communicated via direct email from one of our agents, the ************************ has already received your application, and the check we provided for $211.36 was submitted along with your documents. As a result, a full refund cannot be issued in accordance with our refund policy, which was agreed to during checkout. However, since your Global Entry application was not processed, we have extended a partial refund of $95 for that portion of your purchase.
  
  All refund requests are handled strictly in line with the policy that was reviewed and accepted at the time of purchase. This ensures fairness and consistency across all client cases.
  
  At this stage, we kindly ask for clarification regarding the reason for rejecting our previous response here on the BBB. If there is a specific concern or remaining question that we have not yet addressed, we are fully committed to assisting and providing further clarification where needed.
  
  We look forward to your response so we can resolve this matter appropriately.